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A place to share stuff that isn't at all fintec related but is amusing, absurd or scary.

RBS Internet Banking is not for the English

28 January 2013 | 4639 views | 0

I had fun with RBS Internet Banking on Sunday. When I went to Login as usual via a page dedicated to RBS Customers in England, I got an error message that my Login credentials hd not been recognised.

I contacted their Help Desk via Chatroom, and they assured me everything was working correctly, and what I needed to do was delete all my Cookies & Temporary Internet Files. Sceptical, I tried logging on via another Desktop, and then via my BlackBerry, and
both had the same problem.

Back into chatroom, I told them what I'd tried, and they told me there must be a glitch on my Internet connection, because it was showing up as I'd tried to access from 3 multiple devices, and my Account was now suspended. I politely pointed out what I'd
just told them I'd done across 3 devices.

They assured me that there was nothing wrong and everything was functioning normally. I asked how could thst be so if I couldn't access my Account?

They repeatedly assured me that the only way to fix the problem was to delete all my Cookies & Temporary Internet Files and wait for 30 minutes. Asking how deleting doing that on my Laptop would magically fix the problem on my Desktop & Blackberry, they
just repeated what they said. They declined to consider any other alternatives such as raising a fault log.

So reluctantly I did delete My Cookies, closed the browser, re-booted the laptop for good measure, and of course, there was no change.

Finally talking to a 4th individual at RBS Help, he instead gave me a completely different URL which did give me access (after 2 hours of messing about).

Monday morning I've checked, and the 'official' England URL hasn't been rescinded but still doesn't work; instead of telling you up front this URL no longer works, they wait until you go through the full login procedure before they give you the error message.

Comments: (1)

(a) I formally complained to RBS via their website, where it promises a reply within 48 hours from either my Relationship Manager and/or my Branch Manager, and 7 working days later neither of them have been in touch, via phone or e-mail

(b) I got a routine marketing message ("Supporting your Business") from Mark Andrews, the Managing Director of Business Relationships, so I took the opportunity to tell him of my experiences, and over 2 working days later there's no reaction

(c) the orginal 'fault' with the website is still up there, 7 business days after I first reported it.